Refund policy
REFUND POLICY
Effective date: September 1, 2026
We want you to love your WooSmell® purchase. If something isn't right,
here's how returns work.
30-DAY RETURN WINDOW
You have 30 calendar days from the date you receive your order to
request a return. After that window we can't offer a refund or exchange.
ELIGIBILITY
To be eligible, the item must be:
- Unused and in the same condition you received it
- With all original tags still attached
- In its original packaging
- Accompanied by your order number or proof of purchase
HOW TO START A RETURN
Email us at woosmell2026@gmail.com with your order number and a brief
reason. We reply within 2 business days with a Return Merchandise
Authorization (RMA) number and next steps. Do not ship anything back
without an RMA — packages without one may be refused.
WHERE TO SEND RETURNS
Ship the item to:
WooSmell
Room 329, Shen International Center
Qi Sheng Huo Gang, Longhua District
Shenzhen, Guangdong 518109
China
Phone: +86 134 1445 8797
IMPORTANT — RETURN SHIPPING COSTS
Because orders are fulfilled from our facility in Shenzhen, China,
international return shipping can be significant (typically $30–80 USD
from the United States). Return shipping is the customer's responsibility
unless the return is for a defective, damaged, or incorrect item.
We strongly recommend contacting us before shipping anything back — in
many cases we can resolve the issue without requiring a return shipment.
DAMAGED, DEFECTIVE, OR WRONG ITEMS
Please inspect your order as soon as it arrives. If anything is damaged,
defective, or not what you ordered, email woosmell2026@gmail.com within
7 days of delivery with photos. We'll send a free replacement or issue a
full refund, including return shipping costs.
ITEMS THAT CANNOT BE RETURNED
For hygiene and safety reasons, the following are final sale:
- Items where the original sealed packaging has been opened
- Custom or personalized orders
- Gift cards
- Items marked "Final Sale" at time of purchase
- Free gifts or promotional items bundled with an order
SALE ITEMS
Items purchased on sale or with a discount code (other than first-order
or newsletter signup codes) are eligible for return as store credit only.
EXCHANGES
We don't process direct exchanges. The fastest way to "exchange" is to
return your item (once approved) and place a new order separately.
EU / UK 14-DAY COOLING-OFF PERIOD
If your order is being delivered to a country in the European Union or the
United Kingdom, you have the legal right to cancel your order within
14 days of receiving it, for any reason. The eligibility rules above
apply (unused, original packaging, etc.). Refunds will be issued within
14 days of us receiving the returned goods, or within 14 days of you
providing proof of shipment — whichever comes first.
REFUNDS
Once we receive and inspect your return, we'll email you to confirm
approval or rejection. Approved refunds are issued to your original
payment method within 10 business days. Your bank or card issuer may
take an additional 3–7 business days to post the refund.
LATE OR MISSING REFUNDS
If your refund hasn't appeared: check your bank, then contact your card
issuer — posting times vary. If you've done both and still don't see it
after 15 business days from approval, email woosmell2026@gmail.com.
CONTACT
Any questions about this policy: woosmell2026@gmail.com